The Frequently Asked Questions

The parcel may stay at the Delivery Point for up to seven days. If it is necessary to extend the storage of the parcel or change the recipient's data, you can contact Qwintry’s support chat or email us at help@banderolka.com.

If the parcel’s shipment just got created, you can still make changes yourself in your Personal Account in the "Packed" tab. You will see the button "Change shipment" on the right, by clicking that button you can make all the necessary changes.
If you cannot change the information using the "Packed" tab, you need to send all your new information to help@banderolka.com.

Delivery Point employees do not know what is in your parcel, and should not be present during unpacking. If the package is not damaged, it is being transferred to the recipient. If during transmission you notice an external damage to the box, you need to check the parcel’s contents in the presence of post office employees, at the same time you need to videotape the unpacking process.

In case if any of the items in the parcel are lost or damaged, you have to put together the acts, and take photos of all the packaging and enclosures. Also, you can refuse to accept the parcel. We advise you to carefully inspect the outer packaging from all sides - the cuts and cracks on the boxes may not be noticeable at first sight.

All parcels that were not picked up by the recipients are returned to the temporary storage warehouse in Moscow. When the parcel arrives to the warehouse, Qwintry’s help desk is being notified, and our specialists contact the sender.
The re-delivery cost to the Delivery point is 350 rubles. Additional payment is made upon receipt of the order. For a number of distant from Moscow regions, the cost of re-delivery is calculated individually, based on the rates of courier service.